Content Details | NUML Online Research Repository

Title Impact of Perceived Service Quality on Repurchase Intention and Word of Mouth: Mediating role of Customer Satisfaction and Customer-Company Identification

Author(s) Muhammad Yasin

Abstract Thesis Title: Impact of Perceived Service Quality on Repurchase Intention and Word of Mouth: Mediating Role of Customer Satisfaction and Customer-Company Identification The current study provides and tests an integrated model that examines two relationship quality constructs (customer satisfaction, customer-company identification) as mediating variables between Pakistani hotels service quality perceptions and two outcomes (repurchase intentions, word of mouth). The results of a study with domestic Pakistani hotel guests provide support for the proposed model. Specifically, the results indicate that customer satisfaction partially mediates the relationship between perceived service quality and repurchase intentions and word of mouth, respectively. The nature of this study is quantitative, while type is cross sectional and non-contrived. The technique used to select sample is called convenience sampling. Information was gathered from 210 consumers who obtained services in hotels. For data analysis, correlation, regression techniques and descriptive statistics tests were carrying out with the help of SPSS. Findings approved that symbolic benefits and functional benefits have limited impact on perceived service quality, while perceived service quality, customer satisfaction and customer company identification has more significant impact on repurchase intention and word of mouth. Findings also show that Customer-company identification fully mediates the relationship between perceived service quality and repurchase intentions and partially mediates word of mouth, respectively. We provide empirical validation that customers do, indeed, identify with hospitality providers, and this, in-turn, provides positive consequences for both the service provider (i.e., repurchase intentions) and the customer (i.e., word of mouth). Keywords: Service quality, Customer satisfaction, Customer-company identification, Repurchase intentions and word of mouth.

Type Thesis/Dissertation MS

Faculty Management Sciences

Department Management Sciences

Language English

Publication Date 2018-11-13

Subject Marketing

Publisher

Contributor(s)

Format APA

Identifier

Source

Relation

Coverage

Rights Reserved